Remote Customer Service Google Jobs in Rutland, VT

Mac Mountain invests in fiber broadband networks and builds long-term partnerships with municipalities, rural electric co-ops, developers, homebuilders and regional ISPs.

LightCraft, a division of Mac Mountain, delivers comprehensive shared services to fiber network operators across the United States. We specialize in streamlining operations, enhancing customer experiences, and accelerating growth for our partners. Our expertise spans network deployment, customer acquisition, billing and support, and technology management, enabling our clients to focus on core business objectives while leveraging our scalable and efficient solutions. With a commitment to innovation and operational excellence, LightCraft empowers fiber providers to deliver high-speed, reliable internet to communities nationwide.

LightCraft is the operator for GWI, which is a subsidiary of Mac Mountain.

We're looking for a customer-focused Enterprise Account Manager to own the post-sale relationship with our highest-value accounts. This role is the primary point of contact for enterprise clients after the deal closes, ensuring white-glove service, retention, and account health - freeing up our sales team to stay focused on new business development.

Beyond day-to-day relationship management, this role owns the operational backbone of the enterprise book of business: the accuracy of our contract and contact records, the discipline of our renewal and retention motions, the mechanics of disconnects and collections, and the channel partner programs that support enterprise growth. Much of this work is currently being built from the ground up, so the right person is as comfortable creating a process as running one.

This position is critical to keeping our enterprise customers happy and our sales team productive. As Mac Mountain's portfolio of fiber broadband brands and markets expands, this role is expected to grow into a cornerstone of our customer operations organization.

• Serve as the primary post-sale point of contact for enterprise accounts following handoff from sales, managing and growing those relationships over the life of the contract.
• Lead introductions, onboarding meetings, and ongoing business reviews for VIP and highest-MRR accounts, coordinating executive and technical participation as needed.
• Provide a white-glove standard of service to top-tier accounts - anticipating needs, closing loops, and making sure nothing falls between departments.
• Maintain local and regional relationships in the markets we serve, including municipal officials, anchor institutions, and community stakeholders tied to enterprise service.
• Handle enterprise support escalations end to end, coordinating with network engineering, operations, and billing until resolution.

• Own the enterprise service agreement audit: inventory active contracts, identify gaps, expirations, and non-standard terms, and establish the priority tiers for remediation.
• Lead legacy contractual cleanup in coordination with the sales and legal teams, bringing inherited and acquired accounts onto current agreement standards.
• Maintain accurate enterprise contact records across B/OSS and CRM systems, including resolving failed or undeliverable customer communications.
• Own paperwork follow-through on all account changes - service orders, amendments, upgrades, downgrades, and disconnects - ensuring documentation and systems of record stay in sync.

• Run the enterprise renewal calendar on a quarterly cadence, engaging accounts well ahead of expiration and driving renewals to signature.
• Build and operate the enterprise retention process, including at-risk account identification, save offers, and structured win-back outreach.
• Manage the disconnect and collections process for enterprise accounts, coordinating with finance on past-due balances, payment plans, and escalation paths.
• Administer cancellations and early termination fees, including ETF calculation, customer communication, and exception handling.
• Manage pricing changes and rate adjustments for enterprise accounts, including copper-to-fiber transitions and legacy rate migrations, with clear customer messaging and internal coordination.
• Identify upsell and expansion opportunities within the existing base - bandwidth upgrades, additional locations, and added services - and document outcomes accurately in B/OSS and CRM.

• Document and continuously improve enterprise account management workflows, templates, and knowledge base content so the function is repeatable as it grows.
• Report on account health, renewal pipeline, churn, and enterprise MRR to leadership on a regular cadence, flagging risks early.
• Scale enterprise account support across Mac Mountain's portfolio of fiber broadband brands and markets, adapting processes to each network's systems and customer base.

• Experience in B2B account management, customer success, or a similar post-sale role.
• Comfort with contracts and commercial documents - reading them closely, tracking terms and dates, and knowing when to bring in legal.
• Strong organizational and administrative skills - you love dotting the i's and crossing the t's.
• A service-first mentality with the ability to manage multiple enterprise relationships simultaneously.
• Excellent written and verbal communication skills, including comfort handling billing, pricing, and cancellation conversations with municipal and enterprise clients.
• Working proficiency with CRM and billing/OSS platforms, and the discipline to keep records clean.
• Ability to work cross-functionally with sales, marketing, finance, and operations teams.
• Self-direction in a role where processes are still being built, with the judgment to know what to standardize and what to escalate.

• Background in telecommunications, broadband, ISP, or another infrastructure-services industry.
• Experience supporting municipal, co-op, education, healthcare, or other public-sector accounts.
• Familiarity with enterprise connectivity products and terminology (dedicated internet access, transport, SLAs, voice services).
• Experience with contract remediation, billing audits, or collections.

WORKING CONDITIONS

• While performing the duties of this job, the employee is regularly required to sit for long periods of time.
• From time to time, completing required job functions may require travel.

• Base Salary: $60,000-$75,000 depending on qualifications and experience
• Benefits package including health insurance, paid time off, and retirement plan options (as applicable)
• Flexible remote work arrangement

This position reports directly to Customer Operations or designated Leadership at LightCraft and works closely with network engineering, operations, billing, and sales teams across all managed networks.